Customer Service Process Expert

About the position:

As Customer Service Process Expert you will be responsible to develop and implement routing procedures for customer tickets globally, ensuring the delivery of exceptional service to our customers

What you can look forward as Customer Service Process Expert:

• Developing and Implementing Routing Processes: Create and optimize routing processes from web templates to local support groups, ensuring consistency and efficiency across global operations.
• Ensuring Adherence to Processes: Coordinate and monitor that established routing processes are strictly followed by all teams, ensuring service quality and operational efficiency.
• Reporting and Analyzing Key Metrics: Track and report key performance indicators (KPIs), including team service levels and other critical metrics, to assess performance and drive improvements.
• Training and Support for Regional User Groups: Provide comprehensive training on the ticketing tool to local user groups within different regions/divisions, ensuring effective and correct usage of the system.
• Driving Continuous Improvement Initiatives: Lead and contribute to process improvement and waste elimination projects, striving for ongoing optimization of ticket handling processes and enhancing overall service delivery.

Your profile as Customer Service Process Expert:

• Bachelor's or Master's degree of Science / Eng.
• Ability to work independently and with cross-functional teams (eg people of varying technical skills)
• Prioritization, relationship building, and analytical ability
• Deep knowledge and experience of CRM and related applications. Experience with Agile/Scrum is a plus
• Solid understanding of Automotive products
• Passion for process improvement and tool optimization
• Train Customer Service people in an effective way
• Coordination, presentation and project managerial skills
• Proficiency in written and verbal English. German would be a plus.

Why you should choose ZF:

• Work in a dynamic and international environment; the ability to manage your career at ZF structures, the prospect of vertical or horizontal promotion in global functions
• Implementation package-full training and support from experienced managers and employees who will make sure that you feel comfortable while performing newly entrusted tasks
• Hybrid system work
• Possibility of participation in private medical care (including dental care) and life insurance
• Cafeteria system/Sport Card
• Very good working atmosphere; working in an international team, interesting projects, and tasks